Marketing Senior Manager - Digital Agency User Experience (New C

Company: Chase ( Learn More )

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General Information
US-DE-Wilmington
N/A
Not Specified
Full-Time
Not Specified
None
False
False
Job Description Chase is a leader in the financial services industry, providing banking, mortgages, credit cards, loans, payment processing and investment services to 50 million customers - 1 out of every 6 Americans. As a division of JPMorgan Chase & Co. (NYSE:JPM), we: •        serve 21 million households with consumer banking relationships •        lent $17 billion to small businesses in 2011 •        are one of the nation's largest credit card issuers, with more than 64 million credit cards in circulation •        service 8 million mortgage and home equity loans While we operate across a broad range of businesses, our mission at Chase is quite simple: to be the industry leader in customer service. Our employees put the firm's resources to work every day for our customers. Chase offers a dynamic environment and the training and support to meet your full potential. Our company is widely recognized as a great place to work, to grow and to invest for the future. Join our team.   The New Customer Journey project team is being established under the stewardship of the Digital COE, with a view to: §  Transforming the Chase card customer journey into a customer-centric and digitally oriented experience §  Build on the ideation from previous strategic projects that have laid out the blueprint for an inspirational customer experience §  Leverage and connect this effort to other projects within Card focused on improving early customer experience, to drive a superior collective outcome (e.g., smarter credit app, real-time credit decision, credit-line allocation, simple on-boarding, etc.) §  Deliver a strong set of outcomes on a timely basis, ranging from improved application completion to high EMOB engagement   Position Summary: Reporting directly to the New Customer Journey Program Director, the Agency Project Manager is responsible for leading and delivering the goals of a subset of the New Customer Journey program.  The incumbent will design the user experience focused on the digital channel, select and hire an agency and manage the scope, cost, schedule and deliverables focused on transforming the early customer life-cycle.  This individual will apply techniques for planning, tracking, change control and management of risks to projects. He/she will also be responsible for managing all project track resources and for establishing an effective communication plan with management, project team(s) and internal/external clients as necessary.   Principal Responsibilities: §   Work with the Program Director and project team to understand program goals and strategy. §  The PM will need to be closely aware of the functional project requirements and develop a strategy to create a best-in-class digital user experience targeted to the early customer-lifecycle. §   Complete agency selection process to assist in development of digital/mobile NCJ user experience. §   Create agency brief and materials required to inform and guide agency in development of transformational digitally-enhanced customer experience. §   Manage agency and creative work on a daily basis. §  Ensure agency resource allocation & task assignment are aligned with Chase timelines to meet project deliverables. §  Provide agency with clear feedback in a timely manner. §  Proactively identify agency risks in the project and escalate issues for resolution to program manager & project executives §  Proactively build close working relationships with agency and functional areas and ensure their timely participation in the project §  Inspire and drive transformational thinking focused on the customer experience
Job Requirements§  Strong understanding of the agency industry and particularly those with strengths in the digital work-space.   §  Highly proficient in agency selection process. §  Strong knowledge of the digital space; in particular, knowledge of best-in-class web and mobile interactive approaches §  Experience managing a large-scale digital customer experiences, working collaboratively with stakeholders across business and functional lines §  Strong knowledge of Chase Card business practices & proven history of successful execution within the Card  organization §  7-10 years applicable experience. §   Advanced Degree (MA, MS, MBA or Ph.D.) or Bachelors Degree plus equivalent experience. §  Experience in managing Project Managers. §  Excellent project management skills §  Diversified experience within the organization (marketing, operations, finance, etc a plus) §  Known as a collaborative leader with exceptional influencing skills §  Excellent oral and written skills §  Effective department leader §  Excellent planning, organization and time management skills §  Excellent stand-up presentation skills
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